Legal Stuff

Guide to our legal nitty-gritty

You’re probably thinking we must love these legal documents, after all we have SEVEN of them! Actually we just decided that instead of mashing it all together where it gets very confusing, we would make things simpler by splitting everything into its own area.

Ps. This summary text is just a brief friendly guide and is not legally binding. Please refer to the applicable document for the full terms or policy which will apply.

The “Terms and Conditions of Sale” governs the terms and conditions relating to the orders you place with our company. So the price you pay, delivery, refunds etc. is all covered in there. This is the same terms and conditions in place if you order with us by telephone.

The “Promotion Terms and Conditions” explains the terms and conditions which apply to the promotions and competitions which we may run from time to time.

The “Website Terms of Use” governs the actual use of theheroproject.co.uk website and includes things like registering for an account, use of our images and among other things, letting you know that we won't be responsible if the internet explodes and you cannot reach our website. Stuff like that.

The “Review Policy and Terms of Use” governs among other things the content that you upload and that we display on the website such as when you give a product review.

The “Privacy and Security Policy” sets out things such as how we process the personal data you share with us and the efforts we make to keep the site and your personal data secure.

The “Cookie Policy” details in basic terms what cookies are (not the chocolate-chip ones.. mmm chocolate chips...) and why, like millions of other websites, we use them to help us make the website experience much better and more relevant to you.

The “Acceptable Use Policy” sets out how you will interact with the website for example that you agree to act lawfully while on it and will not cause deliberate damage to our computer systems, send tons of spam or cause deliberate harm to other people.

Lastly, to try to make things as easy as possible, we give simple plain English answers to common questions on matters like delivery, returns and promotions in our Customer Service area. But remember you must refer to the full Terms and Conditions for a complete answer where we ask you to do that.

How much are your delivery costs?

Delivery is free for all UK orders over £40 and delivery fees start from as little as £3.75 for all other orders. Any orders placed before 4pm UK time are dispatched the same working day.

Method Delivery time Tracked? Cost
Royal Mail First Class Signed For 2-3 working days Yes - Signature required £3.75
Interlink Tracked Service 1-3 working days Yes - Signature required £4.50
Royal Mail Special Delivery Next working day before 13.00 Yes - Signature required £6.50
Royal Mail Saturday Delivery Saturday before 13.00 Yes - Signature required £9.00
Royal Mail International 8-10 working days No £8.00

*Orders over £100 will be recorded and need a signature

How quickly do you dispatch?

"Royal Mail Special Delivery" service applies on orders placed before 4pm Monday - Friday. Orders placed after 4pm will be shipped the following working day.

Orders placed on a Saturday, Sunday, or over UK Bank Holidays will be dispatched on the next working day.

Saturday delivery is not guaranteed unless the "Royal Mail Saturday Delivery" option is chosen.

Can I return my HERO beauty product?

We’d be gutted but yes, you can. We have a 30-day Money Back Guarantee on all our HERO beauty products. If you try your product a few times and just don’t like it then return it, we’ll give you your money back. No fuss. No quibbles. Please tell us why it wasn’t for you so we can improve it. For details and a returns code please contact the HERO team on 020 8458 2500 or email us at help@theheroproject.co.uk

Where is my parcel?

Apart from international orders, all orders can be tracked online at royalmail.com. You will have received an email from us with your tracking number in it.

Can I pay with PayPal?

Absolutely. Just hit the PayPal button at the checkout.

Can I place an order over the phone?

Sure thing. If it’s easier for you, give us a call on 020 8458 2500 and our super friendly staff will spring into action.

Can I cancel an order before it’s been delivered?

As we always try to be superfast with our deliveries, this may not be possible depending on where your order is in our system. But please give us a ring on 020 8458 2500 and we will absolutely give it our best shot to help.

My order was cancelled but the money has been taken from my account. Argggh! Help!

Oh no! We’re really sorry if that has happened to you. Please call our friendly team on 020 8458 2500, email us at help@theheroproject.co.uk to get to the bottom of it.

International Orders

With respect to the supply of “THE HERO PROJECT” internationally, you understand that this supply is subject to the control of the individual nation’s Border & Customs security, which may result in extra charges, delay or non-delivery of your order. PLL cannot guarantee an exact delivery time of your order and in instances where your order is seized by customs, and PLL will not be able to offer a refund for orders not delivered or extra charges under these circumstances. You agree and understand that it is your responsibility to prepare for any delays that may occur in obtaining your order from PLL, and further that in the event of customs seizing your order, the cost of the order will be borne by you in full.

Cancellation Rights

Where you have purchased the goods or services as a consumer (i.e. for private rather than business use), you are entitled to cancel any contract completed with us within 14 days from the day after receipt of the goods or services.

If you do cancel a contract pursuant to your cancellation rights, then you must:
Contact us or write to THE HERO PROJECT at PLL, 240 Centennial Park, Elstree, Herts. WD6 3SJ, UK; Return the products in the same condition as they were when they were delivered at your own expense to the aforementioned address, retaining proof of postage;

Where the above steps are complete, any monies you have paid us will be refunded within 30 days of receipt of your cancellation notice. For information about returns after 14 days, please see our Returns Policy.

Invitation to Treat

This website should be regarded as an invitation to treat. Any order placed by a customer is an offer to purchase, which PLL may accept or decline in its absolute discretion without having to give a reason.

Data Privacy Policy

PLL keep all data you enter private and secure, it will not be shared with any third party without extra written permission. This data includes your name, address, telephone number, and order history. In accordance with the Data Protection Act you may request access to this data and may request that we update your data at any time. This data may be used to contact you, however you can opt out of marketing mailings at any time in accordance with Anti Spam regulations. Your payment details are not stored by PLL rather by our payment service provider SagePay. We may use cookies to collect information about your computer, including your IP address, operating system and browser type, for system administration and in order to create reports. This is anonymous statistical data about our users’ browsing actions and patterns, and does not identify any individual. Read More

Copyright & Intellectual Property

PLL invest heavily in research and development to bring you the best and most innovative products. To protect these innovations we own trademarks, design protection, patents for many of our products. In addition to this, we own the copyright for all product images, text and many of the other images that appear on this site. Therefore we recommend you do not replicate any part of this site without prior written permission as you may be infringing our rights by doing so. If you are unsure, please don't hesitate to Contact Us.

External Content

Any external links on this web site are provided for your interest only. PLL has no control over these sites and so has no responsibility or liability for their content, the links do not imply any endorsement of content.

Submitted Content

Any website content submitted by users, including photos, videos and reviews will be published entirely at the discretion of PLL. The right is reserved to refuse or remove content at any time without prior notice.

Other Terms

If any of these terms are held to be invalid or unenforceable then the validity and enforceability of the remaining provisions shall not be affected.

These terms and conditions do not affect your statutory rights as a consumer.

Are your products tested on animals?

No, absolutely not.

Where are HERO products made?

All the lovely HERO products are made here, in the UK, in our sparkling laboratories.

Where can I buy your products?

At the moment, you can buy exclusively online from theheroproject.co.uk and on Amazon. Get shopping!

Can I use more than one HERO?

Of course. Use as many as you like - the more, the merrier. But remember, you can also pop any HERO product into your existing beauty regime if you’ve got some desert island favourites we can’t persuade you from. (It’s ok. We forgive you.)

In what order should I use my HERO products?

There is no real set order for applying our products. You can generally go with the flow and see what works for you. However, if you want a rule of thumb, after cleansing it’s best to use the most potent and powerful products closest to your bare skin so you can get the very most from them. For us that means removing eye makeup, cleansing your beautiful face then following up with Glow Drops, followed by Hyasoft.

Do I have to use only HERO products for them to work?

No, not at all if you don’t want to. HERO beauty products have been designed to work with all your other skincare brands. We’re all friends here.

I just don’t like the product I’ve bought. Can I return it?

We’d be gutted but yes, you can. We have a 30-day Money Back Guarantee on all our HERO beauty products. If you try your product a few times and just don’t like it then return it, and we’ll give you your money back. No fuss. No quibbles. Please Make sure you tell us why it wasn’t for you so we can improve it. For details and a returns code please contact the HERO team on 02087126040 or email us at help@theheroproject.co.uk

How can I submit my idea for making a new HERO product?

Visit our Get involved Suggestion page and submit your idea. Good luck, people!
Want to know more about our products? Click here

Are your products tested on animals?

No, absolutely not.

Where are HERO products made?

All the lovely HERO products are made here, in the UK, in our sparkling laboratories.

Where can I buy your products?

At the moment, you can buy exclusively online from theheroproject.co.uk and on Amazon. Get shopping!

Can I use more than one HERO?

Of course. Use as many as you like - the more, the merrier. But remember, you can also pop any HERO product into your existing beauty regime if you’ve got some desert island favourites we can’t persuade you from. (It’s ok. We forgive you.)

In what order should I use my HERO products?

There is no real set order for applying our products. You can generally go with the flow and see what works for you. However, if you want a rule of thumb, after cleansing it’s best to use the most potent and powerful products closest to your bare skin so you can get the very most from them. For us that means removing eye makeup, cleansing your beautiful face then following up with Glow Drops, followed by Hyasoft.

Do I have to use only HERO products for them to work?

No, not at all if you don’t want to. HERO beauty products have been designed to work with all your other skincare brands. We’re all friends here.

I just don’t like the product I’ve bought. Can I return it?

We’d be gutted but yes, you can. We have a 30-day Money Back Guarantee on all our HERO beauty products. If you try your product a few times and just don’t like it then return it, and we’ll give you your money back. No fuss. No quibbles. Please Make sure you tell us why it wasn’t for you so we can improve it. For details and a returns code please contact the HERO team on 02087126040 or email us at help@theheroproject.co.uk

How can I submit my idea for making a new HERO product?

Visit our Get involved Suggestion page and submit your idea. Good luck, people!
Want to know more about our products? Click here

Are your products tested on animals?

No, absolutely not.

Where are HERO products made?

All the lovely HERO products are made here, in the UK, in our sparkling laboratories.

Where can I buy your products?

At the moment, you can buy exclusively online from theheroproject.co.uk and on Amazon. Get shopping!

Can I use more than one HERO?

Of course. Use as many as you like - the more, the merrier. But remember, you can also pop any HERO product into your existing beauty regime if you’ve got some desert island favourites we can’t persuade you from. (It’s ok. We forgive you.)

In what order should I use my HERO products?

There is no real set order for applying our products. You can generally go with the flow and see what works for you. However, if you want a rule of thumb, after cleansing it’s best to use the most potent and powerful products closest to your bare skin so you can get the very most from them. For us that means removing eye makeup, cleansing your beautiful face then following up with Glow Drops, followed by Hyasoft.

Do I have to use only HERO products for them to work?

No, not at all if you don’t want to. HERO beauty products have been designed to work with all your other skincare brands. We’re all friends here.

I just don’t like the product I’ve bought. Can I return it?

We’d be gutted but yes, you can. We have a 30-day Money Back Guarantee on all our HERO beauty products. If you try your product a few times and just don’t like it then return it, and we’ll give you your money back. No fuss. No quibbles. Please Make sure you tell us why it wasn’t for you so we can improve it. For details and a returns code please contact the HERO team on 02087126040 or email us at help@theheroproject.co.uk

How can I submit my idea for making a new HERO product?

Visit our Get involved Suggestion page and submit your idea. Good luck, people!
Want to know more about our products? Click here

Are your products tested on animals?

No, absolutely not.

Where are HERO products made?

All the lovely HERO products are made here, in the UK, in our sparkling laboratories.

Where can I buy your products?

At the moment, you can buy exclusively online from theheroproject.co.uk and on Amazon. Get shopping!

Can I use more than one HERO?

Of course. Use as many as you like - the more, the merrier. But remember, you can also pop any HERO product into your existing beauty regime if you’ve got some desert island favourites we can’t persuade you from. (It’s ok. We forgive you.)

In what order should I use my HERO products?

There is no real set order for applying our products. You can generally go with the flow and see what works for you. However, if you want a rule of thumb, after cleansing it’s best to use the most potent and powerful products closest to your bare skin so you can get the very most from them. For us that means removing eye makeup, cleansing your beautiful face then following up with Glow Drops, followed by Hyasoft.

Do I have to use only HERO products for them to work?

No, not at all if you don’t want to. HERO beauty products have been designed to work with all your other skincare brands. We’re all friends here.

I just don’t like the product I’ve bought. Can I return it?

We’d be gutted but yes, you can. We have a 30-day Money Back Guarantee on all our HERO beauty products. If you try your product a few times and just don’t like it then return it, and we’ll give you your money back. No fuss. No quibbles. Please Make sure you tell us why it wasn’t for you so we can improve it. For details and a returns code please contact the HERO team on 02087126040 or email us at help@theheroproject.co.uk

How can I submit my idea for making a new HERO product?

Visit our Get involved Suggestion page and submit your idea. Good luck, people!
Want to know more about our products? Click here

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